Service Excellence Quality Assurance Manager

You will act as an independent guardian of service standards within the business, assessing and understanding the quality of our service delivery to members. You will work alongside the Training, Client Services and the Operations teams to ensure we consistently improve in line with corporate requirements as well as our vision to become the most trusted company in the world delivering personalized services to individuals.

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1.     Manage Ten North America’s QA (Quality Assurance) standards and processes.

·       Manage the QA process to ensure calls and requests are monitored and scored on time each month within each team. This will require:

-   Selecting calls, emails, and requests to be monitored each month (target will be set by Team Manager)

-   Completing review of calls, emails, requests through internal system (Genesys call & screen recording)   

-   Documenting & scoring calls, emails and requests within the QA form and uploading into Ten Data

-   If urgent attention is required to alert Lifestyle Manager, Training or Team manager of issue, and work with the Team Manager, Training or Allocator to ensure the action is delegated and completed on time.

·       Guardian check of all outbound emails through Email Proof Reading inbox including reporting & coaching in real-time

·       Work with the training team to ensure all corporate program-specific expectations are understood and communicated to TMs, LMs and the rest of the Ops team.

·       Manage initiatives & projects as they apply to quality such as Audits, homepage reviews, spot checks, email proof reading, SIP, etc..

·       Training and coaching of the new hires on CX best practices (i.e Introducing QA, QA form, CX score, EPR)

·       Assisting lifestyle managers by answering questions within internal communication (i.e. team chats, emails, phone etc)

·       Lead on internal calibration sessions

2.     Identify opportunities and work with the internal stakeholders to drive service improvements.

·       Coach Team Managers and Lifestyle Managers on Ten & client requirements for service improvement and best practice

                                      i.     Coaching sessions can include in-person side by side and virtual coaching sessions.

                                     ii.     Participate in team huddles for specific updates on service improvement.

·       Contribute to a forum with Operations Manager and key stakeholders (would include client services, operational TM, Training, CX, Proposition) to identify and understand opportunities to improve (trends) within the business.

·       Participate in Service Improvement meetings to prioritizes the issues that will make the biggest improvements to service quality that will be noticed by the client and the member.

·       Work with the service delivery teams to put solutions in place and assess the success of changes made through targeted quality audits.

·       Where appropriate, lead on projects that improve the service across teams and schemes.

·       Attend train the trainer and regular refresher sessions to build and maintain your knowledge of corporate programs.

·       Deliver training/coaching with a focus on practical learning, running group role-plays and test calls based on real-life scenarios if needed.

·       Assist in creating new coaching techniques and programs to drive improvements.

3. Client Facing and Internal Reporting

·       Lead and present in call listening sessions with Client.

·       Prepare trend CX reporting (QA, EPR, etc) in a format ready to present to internal stakeholders to enable them to drive informed and targeted service improvements initiatives.

·       Report back to the business on your areas of responsibility and contribute to the ongoing review and documentation of best practice business processes and standards.

·       Prepare and provide reporting to Lifestyle Managers and Team Manager on performance at individual or team level.

4.     Supporting Operations

·       Assist the Operations team with SLAs, including but not limited to taking calls/emails to cover lines, handling internal or external supplier issues, and creating TTS (internal back office) when needed.

·       Provide support that may vary from month to month based on business priorities.

5.     Adherence to Escalation Processes and Communication to Support Internal CX Team:

·       Ensures complaints are managed within SLA and across individual teams

·       Assist in managing any complaints raised by corporate contacts, providing analysis and summarizing process changes following internal best practices for SLAs and communication.

·       Lead efforts to decrease negative feedback and increase positive feedback by providing feedback to Lifestyle Managers and Team Managers to accurately record, enabling us to learn from mistakes and ensure improvements are made by all service delivery teams.

6.     Other duties as reasonably required.

·       Handle administrative support activities, which include, but are not limited to answering inquiries, maintaining calendar, distributing information and sending/receiving mail.

·       Manager on Duty:  may be required periodically

·       Support global or regional initiatives to enhance service quality or drive revenue efforts.

BEHAVIORAL EXPECTATIONS:
As a Service Excellence Manager you will be expected to role model the behaviours associated with our values: Member Focused, Trustworthy, and Pioneering. This means you will deliver the highest level of service to our clients and treat all Ten employees you train as your personal clients. You will be resourceful in finding ways to improve training programs and streamline processes for future efforts, promoting efficiency of resources and business practices.

Requirements

EDUCATION/EXPERIENCE:

·       Bachelor’s degree or an equivalent combination of education and experience

·       Minimum of 1 year of experience in quality assurance, preferably in a customer service or related industry

·       Proven experience in a client-facing role, including leading and presenting in meetings.

·       Demonstrated coaching and training experience, either through managing teams or as a trainer

·       Language requirement both proficiency in local language (English) both written and spoken.

KNOWLEDGE, SKILLS & ABILITIES: 

·       Flexibility to work on different shifts to cover all coaching and workload schedules, including late nights and weekends.

·       Dependable: Able to work scheduled shifts; be on time, no unjustified absences (6 months)

·       Communication - your communication style is confident and persuasive with excellent verbal and written communication skills (telephone and email communication) to effectively communicate with management and business partners.

·       Passion for the client, member, and service delivery standards – You are an advocate for the client/member, you can demand excellence from others.

·       Tactful - Ability to show consideration for and maintain good relations with others.

·       Discretion – Ability to handle sensitive and confidential company matters

·       Common Sense - Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. 

·       Responsible - Accountability for one’s conduct.

·       Independence - Ability to work independently with minimal supervision, be self-motivated.

·       Attention to Detail - Ability to pay attention to the minute details of a project or task.

·       Time Management - Ability to utilize the available time to organize and complete work within given deadlines.

·       Project Management – Ability to organize and direct a project to completion.

·       Multitasker – Ability to juggle multiple priorities simultaneously.

·       Accuracy - Ability to perform work accurately and thoroughly.

·       Computer Proficiency - excellent computer skills in MS Office, CRM tools, and Internet.

WORK ENVIRONMENT:

Open Office Environment

Hybrid model – will require 2-3 days in office

Benefits

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Tuition reimbursement
• Vision insurance